Click to Chat for Transit Customer Service
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1 Click to Chat for Transit Customer Service Powering Great Customer Service Experiences Brian Webb, Sr. Account Executive Ralph Menzano, Executive Principal, Transportation Industry Solutions March 20, 2013
2 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.
3 Oracle in the Transportation Industry Ralph Menzano Executive Director, Transportation SEPTA CIO/VP of Technology CIO/VP of Technology, JP Morgan Chase Bank, GM, St. Gobain BA, MBA Villanova Gartner cover story Chair APTA IT Committee Adjunct Professor at Univ. of Penn. Board Member, Villanova University Memberships: Author of Making IT Happen Copyright 2009 Oracle Corporation
4 <Insert Picture Here> Solutions for Public Sector Transportation Industry Overview Slides
5 Public Transportation Solutions Transit Highways & Tollways Parking & Tolls Airports Drivers License Vehicle Permits General Mobility Seaports Tourism
6 Selected Transit & Rail Customers Americas Region EMEA Region Asia Pacific Region Via Rail New York Chicago Boston Washington DC Seattle Houston Los Angeles St. Louis Denver Pittsburgh San Francisco Miami Sao Paulo Network Rail UK Eurostar UK Metroline UK Stagecoach Group UK RATP (Parisian Public Transport Operator) - Paris Metro SRO - Saudi Railways Organization Metrorail / SARCC - South African Rail Commuter Corp NSB AS Norges Stakbanen (Norwegian State Railways) Hungarian Rail (MAV) Moroccan Rail (ONCF) Die Bahn PKP MTR Corporation Indian Railways Catering and Tourism Corporation (IRCTC) Japanese Railways: Odakyu Railways JR Easet Seibu Keisei Railways Tokyo Railways Keio Railways Meitetsu Railways Central Japan Railways Nankai Railways Copyright 2009 Oracle Corporation
7 Oracle in Public Sector Transportation Using Oracle ERP APPS in North America 50 of the Top 100 North American Airports 30 of the Top 40 North American Transits 23 of the 50 US State Highway Departments, 11 of top 20 Toll Roads 12 of the Top 20 North American Seaports Federal Departments of Transportation Including FRA, FAA, FHWA, FMC, FTA, & Transport Canada Copyright 2009 Oracle Corporation
8 <Insert Picture Here> Today s Customer Experience (CX) What Is Service Automation?
9 Technology Adoption Has Exploded Social Mobile Data The Rate Of Innovation Has Accelerated Cloud
10 Behaviors And Expectations Have Evolved Always Connected Always Sharing Always Aware At Home, Where You Buy And Where You Work
11 The Oracle Customer Experience Portfolio Social In Store Contact Center Field Service Mobile Direct Sales Web CX for Marketing CX for Commerce CX for Sales CX for Service Channel Sales CX Foundation Not your grandmother s CRM!
12 High Expectations Good service equates to Brand Loyalty Is a Multi-Channel consumer, wants choices Does desktop contain historical customer channel interaction data? Does desktop allow for guided agent situational interactions? Is the Agent enabled with workflow from other systems? Is the Agent enabled with insight across channels to service customers? Agent Enabled Desktop Knowledge Enabled Cross Channel Visibility and Leverage Workflow enabled supporting Training, Critical Workflows, Escalation Processes Guided Workflow Enabled eloyalty ecommerce KPI Driven Analytics Acquisition, Retention, Efficiencies Procedural Transactional ERP Other DB s Knowledge Sources 12
13 Cloud Platform Oracle RightNow Service Experience Platform Oracle RightNow Service Experience Platform Oracle RightNow Cloud Service Portal Oracle RightNow Cloud Service Agreement 13
14 Oracle in the Customer Experience Industry Brian Webb Senior Account Executive, Central Region, Oracle Software Industry for over 20 years Public Sector for over 10 years Focus on CRM & CX Copyright 2009 Oracle Corporation
15 Examples of Smart Assistant 2012 Oracle Corporation Proprietary and Confidential 15
16 Engage Customers Online Oracle RightNow Chat Real-time chat sessions strengthen customer relationship by expanding multi-channel support and improving service quality. Agent productivity is improved by handling simultaneous sessions from a single unified desktop. Capability Customer access from smart phone or the web Launch chat sessions based on Intent-driven criteria Customer initiated chat or proactive company-defined rules and triggers Handle multiple chats simultaneously with smart based routing Access to Oracle RightNow Knowledge Foundation before, during and after a chat session Benefit Increase Accessibility of Service Improve Service level & Relevance of Interaction Increase Customer Satisfaction Lower cost per resolution / cost per answer Increase Answer Utilization Rate RightNow is a great solution, not only to mitigate costs in the call center, but also to help provide a better experience. Ron Kelly Vice President, drugstore.com 2012 Oracle Corporation Proprietary and Confidential 16
17 Types of Chat Proactive Chat Company driven - invite to chat based on behavior Based on metrics such as time spent on web page(s) Typically used to improve conversion rates, crosssell/up-sells, and average order value Click-to-Chat Consumer requested, consumer driven As simple as a link to chat tool from a contact us page Context-specific info (page viewed) to prioritize and route requests Typically used to reduce phone costs, improve resolution rate, average time to resolution, and cost per contact 2012 Oracle Corporation Proprietary and Confidential 17
18 Proactive Chat Live Example BassPro 2012 Oracle Corporation Proprietary and Confidential 18
19 Click to Chat Live Example Beauty.com GoGoAir.com 2012 Oracle Corporation Proprietary and Confidential 19
20 Chat Across Devices One Agent Desktop Multiple Devices 2012 Oracle Corporation Proprietary and Confidential 20
21 One Solution, One Experience, Any Device Oracle RightNow Mobile Increase brand loyalty and multi-channel support by making self service and engagement options accessible and available. Capability Enable customers to search for help, view answers, rate answers, and see related questions Delivers a web chat designed for mobile interfaces Allows customers to submit an query from their smartphones Helps customers find the right answers with mobileoptimized Guided Assistance Best practice guides for designing and implementing mobile experiences Benefit Improve Accessibility of Service Increase Customer Satisfaction Improve Resolution Rate & Average Speed to Answer Improve Accessibility of Service Decrease Development Costs We ve loaded college application information, program overviews, course requirements, and even their advisor s name into the RightNow system which allows students to access the information from any mobile device. Michele Moskos, Director, Texas Tech University 2012 Oracle Corporation Proprietary and Confidential 21
22 Oracle RightNow Service Experience Platform Cloud Platform Oracle RightNow Service Experience Platform Oracle RightNow Cloud Service Portal Oracle RightNow Cloud Service Agreement 2012 Oracle Corporation Proprietary and Confidential 22
23 Wrap Up For APTA Conference Attendees! Free CX/Website Analysis Call Brian Webb Brian Webb 2012 Oracle Corporation Proprietary and Confidential 24
24 <Insert Picture Here> Questions?
25 <Insert Picture Here> The Experience Revolution Monday, June 25, 2012 New York City Event Briefing
26 27
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